Servicenow Administrator Operations Itsm Itil or Remedy

ServiceNow Administrator / Operations Analyst – ITSM ITIL or Remedy Administrator

Our client a leading technology provider on the verge of launching a market chcanging SAAS banking platform currently seek someone to manage there ServiceNow environment (other ITSM tools considered) as well as its ongoing development and extention in terms of its functionality and reporting capabilities as their operation and client base develops.

Keywords: ServiceNow Administrator, ServiceNow Developer, Operations Analyst, ITSM, ITIL

Key requirements

– Experience in establishing and managing ServiceNow (or equivalent ITSM tools i.e. Facets, Remedy etc.) in line with industry best practice
– Strong experience in leading enhancements and upgrades to ITSM tooling
– Experience in partnering with stakeholders, change owners, vendors and support teams
– Technical background in Operations Infrastructure, preferably having worked in a 24/7 operation
– Experience of working on Service Desks dealing with problem, incident and change management processes
– Practical experience and understanding of the ITIL framework

Key responsibilities

– Oversee the administration and technical support of the ITSM (ServiceNow) tooling on behalf of the Service delivery function
– Review existing module operations and recommend improvements or new functionality as required. Review and recommend improvements to policies procedures
– Work closely with Infrastructure partner to provide on-going integration support for the various interfacing tools
– Acts as an SME advisor across the Operations team and the wider business, supporting service delivery processes and technical resolution
– On-going management of the CMDB`s within ServiceNow, adding new clients as the business grows as well as updating and maintaining the existing data
– Analysis and documentation of relevant supporting business processes. Configure and model the agreed business processes within the relevant systems/toolsConfigure Service Management systems to manage alerts, incidents and problems and fulfil requests to change these settings
– Design and delivery of training and documentation to end users
– Work closely with the Service Delivery team to resolve day to day issues, providing cover and support to the team during peak activity periods

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